...leading the way and showing how assisted digital should be done. The ‘Find an apprenticeship’ service in the Skills Funding Agency stands out in my mind as a service that,...
Head of Product & Service Management at the Student Loans Company, Dave Thomson, describes how they developed assisted digital help for the Apply Online for Student Finance service for...
...(or both) - on low incomes, with a disability, or with low skills. There are a range of ways in which users access assisted digital services: at booked appointments in...
...test support to government digital services. Amongst others, we’ve worked with the Carer’s Allowance team at the Department for Work and Pensions. And the Student Loans Company on the Apply...
...carried out activity). How could we support our Assisted Digital customers? To find this out we ran some focus groups. The first was a more traditional approach where we used...
...exercise, I hope to develop some useful, empathic assisted digital personas that apply across government services. These personas will outline who the users are, the reasons they’re not online, the...
...draft personas to show how these barriers could prevent people from using government services online. We've made sure the personas apply across services. This is so we can represent the...
The Redundancy Payments Service will shortly be released as a public beta service having passed its recent service assessment on all 26 points, including putting appropriate assisted digital support in...
...was best to avoid these direct approaches at this stage as users could feel intimidated by being approached so directly and could be given the impression that we are harassing...
...old service standard put support in just one of the 26 points, and service teams told us this encouraged a disconnected approach to designing digital services for users who can’t...